Missing Items in Your Order

We understand how frustrating it can be to receive an order with missing items. We're here to help you resolve this issue as quickly as possible. Please follow the steps below to report any missing items from your order.

Step 1: Double-Check Your Order

Before reporting a missing item, please ensure that:

• • All packages have been delivered: If your order includes large or heavy items, it may be shipped in separate consignments. If some items are missing from your delivery, please allow an additional 1-2 working days for the remaining items to arrive. If you still have not received all items after this period, please contact us so we can investigate further.
• • Check inside all packaging: Small items may be packed in larger boxes with other items or even hidden inside other packaging materials.
• • Check order confirmation: To ensure your items were included within your order find you order confirmation to confirm if the item was included.

Step 2: Review Your Order History

• 1. Log in to your account on our website.
• 2. Navigate to the “My Orders" section.
• 3. Locate the order in question and review the details to confirm which items were included.

Step 3: Report the Missing Item

If you’ve confirmed that an item is missing, please contact our customer support team. Provide the following information to help us resolve the issue swiftly:

• • Order Number: This helps us quickly locate your order.
• • Missing item(s): Specify which item(s) are missing from the order.
• • Description of the issue: Any additional details that may help, such as damaged packaging.

How to Contact Us

You can reach our customer support team via:

• • Email: Send us an email at [email protected] with the subject line “Missing Item - [Your Order Number].”
• • Phone: Call us at 01377 337150 from 9:00am – 5:00pm

Step 4: What Happens Next?

Once we receive your report, our team will:

• • Investigate the issue: We’ll verify the missing item(s) and confirm the order details.
• • Provide a solution: Depending on the outcome, we may reship the missing item, issue a refund, or offer an alternative solution.
• • Follow up with you: We’ll keep you updated on the progress and let you know once the issue is resolved.

We apologise for any inconvenience this may have caused and appreciate your understanding. Our goal is to ensure you’re completely satisfied with your purchase.